Notification to Assignment Groups

Abbie2 · ‎01-10-2022

Hello,

When a incident is assigned, we have the out of the box notification that is supposed to email all members of the assignment group the incident has been assigned to.

There are 2 issues:
1) It only works for the assignment groups created when we first got ServiceNow (IT support engineers, IT Administrators and IT Infrastructure). Any new assignment groups created are not receiving emails (e.g Support Transformations or InfoSec).
2) We need the notification to be sent to all but 2 groups (IT support engineers and IT Administrators). I have tried to amend the conditions by using the 'Assignment group is not', 'Assignment Group changes to' and Assignment group does not contain' but the emails still send.

Please can you advise why they are not sending to any new assignment groups created, and also how I can amend the rule to send to all but the 2 not required.

Allen Andreas · ‎01-10-2022

Hello,

The appropriate way to have it not go to 'x,y' group is through condition.

Based on what you're saying, it almost sounds like you have duplicate notifications for the same thing.

The way the email process system works, is that it will send only 1 email for that condition/event.

So the out of box email is the only one working, most likely due to having a lower "order number" than your custom notification.

Please review your notifications, disable any that are unnecessary, and try again.

Additionally, if the above does not resolve your issue, please check and see if you have any groups hardcoded on the notification within the "who to send to" tab or...check for any mail scripts, etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Jared Wason · ‎01-10-2022

Hi,

Are you wanting the incident to be sent to every group (except the two specific ones) when it is assigned to one specific group? If you are only wanting it to be sent to the group the incident is assigned to try the below screenshot. Just fill in your two specific groups you do not want the notification to trigger for.